PetPace

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
For clarification, this complaint is responded to as it was answered. PDF file with screenshots included. The PetPace collar was purchased as described on the PetPace website. At time of purchase, PetPace described their subscription access details as "accessible to pet owners and veterinarians via smartphone and web applications." This was quite simply interpreted as described – access included both phone and web access (screenshot #1). After the complaint was lodged with the Revdex.com, their website was amended to say "is accessible to pet owners via smartphone, and veterinarians via smartphone and web applications." (screenshot #2).During our last ** release for the [redacted] platform we had a ** bug, that took us some times to identify. Due to it, Mrs. [redacted] had issues with running properly the PetPace ** on her [redacted]. Therefore we did the following for her: 1.       She received a full access to the [redacted] through her husband phone; -             This is a false and misleading statement. [redacted] access is free. PetPace includes a link to the [redacted] store on their Features and Benefits page and also mentions that this app is free on their support page (screenshot #3, 3a). Moreover, the first issues encountered with any PetPace mobile apps were with the [redacted] app (it would not work). This was reported to [redacted] the day the product was received. Incredibly, in the lengthy phone and email discussions that ensued, PetPace on at least two occasions asked my husband (a software engineer) for help in diagnosing the [redacted] problem. 2.       We issue her a credit back to her CC for the subscription service until the [redacted] bug is fixed;-              The [redacted] bug is still not fixed (screenshot #4, 4a). Data displays only to 11pm the previous day. In order to update, the app must be uninstalled and reinstalled. Additionally, PetPace has stated that updates have been posted to the [redacted] Store to correct this problem and have instructed me to delete and reinstall the app numerous times; however there have been no updates since May 5, 2016 (screenshot #5). 3.       We gave her one year free access to our web platform, which is available just for premium service (which she did not purchased and paid for);-              PetPace does not offer a “premium” service. It was not until the problem first occurred with mobile app that I was told that web access was not included with the purchased subscription. I then asked if I could pay for the additional access. I was told by [redacted] that such an option was not possible. In other words, PetPace was NOT offering a premium service at that time. PetPace offered no other solution. Furthermore, "Premium" service (as an option) was not mentioned anywhere on their site when this collar was purchased and is still not offered anywhere on their site.In addition, we communicated to her that we are willing to give her a full refund for the collar while receiving back the collar. -          PetPace did not offer this option, nor was it discussed at any time until I insisted on free web access concurrent with my subscription. Their website also offers virtually no information on their warranty policies (screenshot # 6). It is important to understand that the PetPace collar is NOT a replacement for a veterinary attention, which is written in our online EULA & ToS. -          I have never implied that this collar has ever and will ever be a replacement for veterinary attention. However, I do have a dog with cardiac issues, specifically Dilated Cardiomyopathy. That being said, I need to monitor her heart and/or pulse and respiration. I expect this (or any collar making the same claims as PetPace) to provide me with a reasonable picture of how these functions are performing (screenshot #7).  But, to be clear, I am not expecting this, or any collar, to give me the same level of care of a veterinarian. That would be silly. However PetPace does say that  “If the collar detects any abnormalities, an alert is sent in real-time to owners and veterinarians, allowing for prompt attention and treatment of the issue.”Their collar cannot do this is their software is not functioning properly. To make these claims is outrageous.        To sum up, there are two issues here. One, the mobile app consistently provides incorrect and outdated data. PetPace is selling a product that they market as being able to "accurately and continuously monitor" vitals on a dog or cat, yet their app designed to give that information does not function, nor has any expectation of functioning reliably at this point. I believe it is the responsibility of any manufacturer to provide a working product or at the very least, a viable alternative in order to source the data that I have been promised under my contract. Secondly, and very simply, PetPace marketed their product as being available through smartphone and a web portal. This was plainly stated on their website. To tell a consumer they cannot have this access - in spite of it being in writing on their website - is ridiculous. At the very least I am confused as to why PetPace has found it necessary to amend their website directly after my complaint if they have no issues with how their product and subscription has been presented to potential clients. Last, the web access that I am asking for costs PetPace nothing. I am not asking for compensation for my mobile app not working. I am not asking for restitution or a rebate. All I am asking for is reasonable access to my dog’s data. PetPace maintains   that “when your pet’s health is at risk, so is your peace of mind”, yet they have no problem denying access to their only functioning software. At a price tag of over $200, this is repugnant.
Regards,
[redacted]

To Whom it may concern, We received a letter of complaint # [redacted], dated May 25th, 2016.Mrs. [redacted] purchased from PetPace, a consumer collar + regular consumer subscription service to monitor her dog.During our last ** release for the [redacted] platform we had a ** bug, that took us some times...

to identify.Due to it, Mrs. [redacted] had issues with running properly the PetPace ** on her [redacted].Therefore we did the following for her:1.       She received a full access to the [redacted] through her husband phone;2.       We issue her a credit back to her CC for the subscription service until the [redacted] bug is fixed;3.       We gave her one year free access to our web platform, which is available just for premium service (which she did not purchased and paid for);In addition, we communicated to her that we are willing to give her a full refund for the collar while receiving back the collar.It is important to understand that the PetPace collar is NOT a replacement for a veterinary attention, which is written in our online EULA & ToS.PetPace is doing its utmost to make sure that we provide good and honest service to our clients. Regards [redacted]President & CEOPetPace LTD[redacted](Israeli Mobile) [redacted](USA Office)    [redacted] www.petPace.com